Zendesk Specialist

Gracenote is an entertainment data and technology provider powering the world’s top music services, automakers, cable and satellite operators, and consumer electronics companies. At its core, Gracenote helps people find, discover and connect with the entertainment they love. Daily, Gracenote processes 35 Billion rows of data and is quickly becoming a world-leader in return-path “big data.” Over the past 2 years, the company has grown to more than 1800 employees in 20 countries, including over 400 of the world’s top engineers with a passion for music, video, sports, and entertainment technology. 

As a Customer and Partner focused organisation, Gracenote puts the customer at the heart of our strategy and brings cross-functional teams together to ensure consistently high customer engagement and satisfaction. We are actively searching for an experienced Zendesk Specialist to focus on Customer & Partner Experience (CPX) operational transformation and efficiency in support of our continued effort to scale and further advance our customers’ and partners’ experience.

As a Zendesk Specialist, you will manage our customer service platform (Zendesk) and execute our commitment to delivering a top-class experience across our service touchpoints. You will take ownership of the configuration, customization, and optimization of our Zendesk platform to support our global Customer and Partner teams and ensure seamless customer interactions.

The position requires excellent organizational, self-motivation and interpersonal skills, as well as the ability to design and implement end-to-end strategic and innovative Operational solutions with a continuous improvement mindset.

RESPONSIBILITIES

• As our Zendesk expert, configure and administer the platform to ensure optimal performance and meet evolving needs. This includes managing business rules, agent groups, ticket routing, integrations, and automations.
• Lead the integration of Zendesk with third-party applications (e.g., Jira, ServiceNow) to streamline workflows and enhance data flow.
• Develop and implement onboarding programs for new Zendesk users, both internally and externally.
• Analyze Zendesk data to identify trends, pain points, and opportunities for improvement. Translate insights into actionable solutions to optimize the platform and enhance customer experience, creating solutions in Zendesk where no out-of-the-box ones might exist.
• Own the creation and maintenance of comprehensive reports within Zendesk, providing valuable data to stakeholders for informed decision-making.
• Educate key stakeholders on how to “self-serve” in Zendesk to decentralize administration where possible, create contingency plans in case of incidents whilst maintaining governance as our main admin.